Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

Latest stories Page 18

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Stop Snubbing Your Internal Customers

Who is an internal customer? A simple definition of an internal customer is anyone within an…

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How to Say You’re Sorry

If you screw up you should apologize. Period. Even if the wronged party cops a major…

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Critique your support team (without pissing them off)

Managing poor employee performance is a fraught area. As an employer, the least desirable part of…

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Always Be Prepared: Tips on Handling Online Complaints

It’s no secret that help desks can always improve on how, and how rapidly, they respond…

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Tip with a tweet for great customer service

When you have a great customer experience at a restaurant, you probably leave a generous tip,…

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Don’t Just Listen, Do Something with Customer Feedback

Bruce Temkin offers up some thoughts and resources about “customer connectedness”: Customer Connectedness: Is customer feedback…

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Training employees to learn

Zengage is all about customer experience – bringing you help and advice to ensure that your…

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Geographically dispersed Element Customer Care gets on the same page

Based in Durham, North Carolina, Element Customer Care serves the cable industry with billing services, tech…

Tip of the Week: Turn Tickets into Prewritten Responses with Macros Article

Tip of the Week: Turn Tickets into Prewritten Responses with Macros

This blog post is a little old. For the most up to date info, read our…

The help desk, ITIL, and getting things done Article

The help desk, ITIL, and getting things done

A help desk is only as good as the processes you define for it. When setting…

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Five rules for the Karma Agent

Heavily inspired by the article “How to be a Buddha Boss” from Swedish web site Chef.se…

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Story of Clive the support agent

“There is a happy ending after the tale of woe and despair. If you’re a software…

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A few tips

Take an end-user position Have you wondered what the self-service support portal and the ticket-interface looks…